Policy Specialist, Customer Experience, gTech Ads

Businesses of all shapes and sizes rely on Google’s unparalleled advertising solutions to help them grow in today's dynamic marketing environment. You bring a passion for sales, knowledge of online media, and commitment to maximize customer success. You act like an owner, move with velocity through change, finding innovative and strategic ways to consistently deliver extraordinary and incremental outcomes for both Google and your customers. You build trusted relationships with customers, uncovering their business needs and translating them into powerful solutions to achieve their most ambitious goals. You achieve as a team with sellers, shape the future of advertising in the AI-era, and make a real impact on the millions of companies and billions of users that trust Google with their most important goals.

In this role, you will have deep product knowledge, provide high quality customer experience and own customer solutioning. You will focus on managing troubleshooting tasks and provide resolution to issues. You will also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

Responsibilities:

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers, Sales teams, agencies, and partners. Improve product feature offerings by providing partner feedback to internal cross-functional teams.
• Partner with cross-functional (XFN) teams across top emerging trends and opportunity areas. Troubleshoot complex technical product issues. Apply deep product expertise to solve complex technical customer issues and escalations and carry out projects.
• Develop tools and automation for better diagnostics, data fixes, and debugging. Deeply learn our AI-powered Ads products and support.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
• Experience using insights from data to influence business decisions.
  
• Experience in project management, including initiating workstreams, developing project plans, and fostering cross-organizational collaboration.
• Policy knowledge is preferred.
  
• Excellent communication, organizational, customer service, and problem-solving skills.